Rhian Silvestro

Rhian, teaches operations and service management on a range of under-graduate, post-graduate and executive courses. She was formerly production manager at Mitaka, a Far East translation and printing company. Subsequently she became a Research Fellow in the Operations Management Group at the University of Warwick. Rhian has conducted service management research in a number of large, leading edge organisations including retail companies, banks, transport companies and call centres. She has acted as a consultant to ward managers in NHS hospital trusts, as well as NHS Direct, in the area of nurse scheduling and the computerisation of rostering systems. She reviews and referees papers for over ten international journals and is a member of the European Operations Management Association.

Research Interests

Rhian's research interests include service process design; supply chain integration; managing financial supply chains; service mass customisation; process improvement; performance measurement in service organisations; performance relationships; B2B service management; workforce scheduling; health service management.

Publications

Journal Articles

• Rhian Silvestro (2016) "Do you know what really drives your business’s performance?", MIT Sloan Management Review, 57, 4, 28-34
• Silvestro, R. and Lustrato, P. (2015) "Exploring the “mid office” concept as an enabler of mass customization in services", International Journal of Operations & Production Management, 35, 6, 866-894
• Silvestro, R. and Lustrato, P. (2014) "Integrating financial and physical supply chians : the role of banks in enabling supply chain integartion", International Journal of Operations and Production Management, Volume 34, Number 3, 298-324
• Rhian Silvestro (2014) "Performance topology mapping : understanding the drivers of performance", International Journal of Production Economics, Volume 156, 269-282
• Brandon-Jones, A. and Silvestro, R. (2010) "Measuring internal service quality : comparing the gap-based and perceptions-only approaches", International Journal of Operations & Production Management, Volume 30, Number 12, 1291-1318
• Silvestro, R. and Silvestro, C. (2008) "Towards a model of strategic roster planning and control : an empirical study of nurse rostering practices in the UK National Health Service", Health Services Management Research, Volume 21, Number 2, 93-105
• Rhian Silvestro (2005) "Applying gap analysis in the health service to inform the service improvement agenda", International Journal of Quality & Reliability Management, 22, 3, 215-233
• Pritchard, M. and Silvestro, R. (2005) "Applying the service profit chain to analyse retail performance : the case of the managerial strait-jacket?", International Journal of Service Industry Management, 16, 3-4, 337-356
• Silvestro, R. and Silvestro, C. (2003) "New service design in the NHS : an evaluation of the strategic alignment of NHS Direct", International Journal of Operations & Production Management, 23, 3-4, 401-417
• Rhian Silvestro (2002) "Dispelling the modern myth - employee satisfaction and loyalty drive service profitability", International Journal of Operations & Production Management, 22, 1, 30-49
• Silvestro, R. and Westley, C. (2002) "Challenging the paradigm of the process enterprise : a case-study analysis of BPR implementation", Omega - International Journal of Management Science, 30, 3, 215-225
• Rhian Silvestro (2001) "Towards a contingency theory of TQM in services ‐ how implementation varies on the basis of volume and variety", International Journal of Quality & Reliability Management, 18, 3, 254-288
• Pritchard, M. and Silvestro, R. (2000) "Applying the service profit chain in a retail environment - challenging the "satisfaction mirror"", International Journal of Service Industry Management, 11, 3, 244-268
• Silvestro, R. and Silvestro, C. (2000) "An evaluation of nurse rostering practices in the National Health Service", Journal of Advanced Nursing, 32, 3, 525-535
• Rhian Silvestro (1999) "Positioning services along the volume‐variety diagonal", International Journal of Operations & Production Management, 19, 4, 399-421
• Rhian Silvestro (1998) "The manufacturing TQM and service quality literatures : synergistic or conflicting paradigms?", International Journal of Quality & Reliability Management, 15, 3, 303-328
• Rhian Silvestro (1997) "Measuring the maturity of TQM implementation in services", Logistics Information Management, 10, 6, 259-263
• Brignall, T. J., Fitzgerald, J. R., Johnston, R. and Silvestro, R. (1994) "Costeo de productos en organizaciones de servicios ", Costos y Gestion, 4
• Silvestro, R., Fitzgerald, L., Johnston, R. and Voss, C. (1992) "Towards a Classification of Service Processes", International Journal of Service Industry Management, 3, 3, 62-75
• Silvestro, R., Fitzgerald, L., Johnston, R. and Voss, C. (1992) "Towards a classification of service processes", International Journal of Service Industry Management, 3, 3, 62-75
• Brignall, T. J., Fitzgerald, L., Johnston, R. and Silvestro, R. (1991) "Product costing in service organizations", Management Accounting Research, 2, 4, 227-248
• Brignall, T. J., Fitzgerald, L., Johnston, R. and Silvestro, R. (1991) "Performance measurement in service businesses ", Management Accounting, 69, 10, 34
• Silvestro, R., Johnston, R., Fitzgerald, L. and Voss, C. (1990) "Quality Measurement in Service Industries", International Journal of Service Industry Management, 1, 2, 54-66